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Orders - FAQ

May 14, 2019

The best way to order a HeartMath product is to choose and order it directly from the online store at: https://store.heartmath.com/Secure Online Shopping: Our online shopping offers industry-standard SSL-encryption and is fully guaranteed.

Methods of Payment:American ExpressVISAMaster CardDiscover CardChecks drawn on U.S. banks

ShippingOrders are processed & shipped within 2 working days of receipt. Please keep this in mind for shipping requests that are more urgent and adjust shipping methods accordingly.

If duties or taxes are assessed, most countries will collect from the recipient a customs clearance and delivery fee, in addition to the duties and taxes. This fee is authorized by international customs agreements to reimburse the delivery service for the costs it incurs in clearing the items through customs and collecting duties at the time of delivery. The duties, taxes, and fees, if applicable, are not included in the shipping and are to be paid by the recipient.

Backorders:If we can't fill your order immediately because an item is either not yet released or out of stock, we'll notify you via email, fax, telephone or postal mail.

Paid Subscription Services and Maintenance Fees:Subscriptions & maintenance fees are renewed automatically. If you wish to change payment method or cancel completely, you may do this from your account page on the HeartMath store. Fees are non-refundable. Our money back guarantee for HeartMath products does not apply to training programs, on-line programs or any subscription or maintenance services.

What is my order status?You can track the status of your order at anytime by logging into the HeartMath Store and click on - Account. Click here to Login and track your order. From your Account, you can see any of your orders, the status of that order and any associated tracking numbers.

How do I cancel my order?If you paid by credit card, and need to cancel your order please contact Customer Service at: (831) 338-8700 Please remember to include your order number for faster service.

How do I return a product?Returns for any manufacturer defect must be made within 1 year of the receipt of the order for a replacement. Before returning your product to HeartMath, please call (800-450-9111) or email [email protected] to obtain a Return Authorization number (RA#) and shipping instructions. Office hours are 9 AM to 5 PM (PST), Monday thru Friday. All returns must have a RA# assigned in order to be processed.Please include a copy of your invoice, the RA# and a brief reason for the return. If you no longer have your invoice, include a note with your name, address, phone number, email address, reason for the return and RA#.

What is your refund policy?If you are not completely satisfied, you may return your product within 60 days for a full refund, less the shipping and handling fees. Does not apply to training programs, on-line programs, maintenance fees or any subscription services. Returned products must be in original packaging, including all original parts. Upon receipt of your product, a refund will appear on your credit card within 7-10 business days.Please Note:Refund requests are subject to approval; We reserve the right to refuse a refund based on obvious physical damage caused by abuse.

Why are you not accepting my credit card?There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank’s end, may have encountered a machine error. If you do have problems, you can contact Customer Service. Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

What address should I enter in the billing information screen?For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.

Should I put spaces or dashes in the Credit Card number?No. Your card number should be entered as a continuous string of numbers. You will also be asked for the Security Code located on the back of your card.

Do I have to pay sales tax?We charge applicable sales tax only for orders shipped to California. Sales tax is automatically computed on product(s).